Tier 1 Help Desk Technician

Job Posting - Rapid Response Agent

Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started.  We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. 

We’re looking for someone that’s eager to learn more about IT and the “Paragus Way”, to join our team as a Rapid Response Agent!  
 

Responsibilities: 

• Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand   

• Create the cases for the incoming customer issues 

• Assist customers with pre-documented entry-level tasks, such as password resets and other quick fixes 

• Making sure the doggos in the office are getting enough love and attention  

• Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes 
   

Ideal Candidate 

We’re looking for a fun-loving person to join our team! Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You’ll need to have some prior technical training and/or entry-level IT experience. The ability to multi-task is of the utmost importance, you’ll be the first person to answer any incoming customer calls. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company.  Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That’s fine, we’re also really into great coffee and tacos.   
 

Qualifications 

• Associates degree or equivalent entry-level IT experience 

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization 

• Ability to swat away a nerf dart while troubleshooting an issue  

• Excellent listening, verbal, and written communications skills 

• Ability to work independently to prioritize your efforts and manage your time effectively 

• Exceptional customer service and de-escalation skills 

• Work experience in a customer service or call center role is a plus 

Hours: Full Time – Monday through Friday with hybrid work policy

Compensation: Salaried Exempt $36,000 to $48,000